I am currently working @ArcelorMittal as a Digital Transformation CRM Analyst, where I provide functional analysis based on a solid Salesforce knowledge, support the digital strategy and coordinate a team of consultants in a fully Agile project in order to achieve CRM goals established in our ambitious digital transformation plan.
During 5 years , I always valued Customer Relationship Management and how we can use digital assets to answer customer needs and meet quickly all the touchpoints of their customer journey.
Digital native and Agile minded, I am keen on experiencing new technologies , new digital areas and efficient ways of working.
In a nutshell:
• Over 5 years of experience in Consulting, CRM solutions and Agile Project Management
• Proven ability to team-work, organize and work under tight timelines within large companies
• Great adaptability to technical environments, quick learner, problem solver and curious minded
• Open-minded and eager to discover new cultural environments
• Master degree in Digital Marketing and Project Management from a top 10 Business School in France
• Bilingual French/English
•Gather, evaluate and document business needs and requirements in close cooperation with the responsible business areas and translate these into functional specifications and user stories
•Conduct design workshops sessions with business pilots and provide mockups and recommendations to enhance CRM capabilities
•Coordinate a team of 5 external consultants and define development sprints, objectives and follow up on developments on a daily basis
•Provide efficiency KPI by implementing tools for Agile Project management (Atlassian JIRA)
•Create tests scenarios, realize UAT testing with business pilots and document tests outputs
•Handle the Salesforce Lightning migration for +100 users, from gap analysis vs Classic, to mock-up definition and Go-Live
•Share Salesforce best practices and latest innovative features with the users and within the Digital and IT department
•Assist in training of new users, and grow the Salesforce.com skill set across the organization
•Run Salesforce administration duties for +200 users and provide Tier 2 service support to CRM support team of 4 consultants
As a Proxy Product Owner –1 YEAR
•Collect business needs from Omnichannel CRM business team and third-party applications and translate them into functionalities and user stories
•Challenge business needs and measure cross-projects impacts
•Work closely with the Product Owner and Business teams to define Adobe Campaign functional roadmap and backlog
•As a Proxy Product Owner, work closely with IT team in order to insure a follow-up and maintain project deadlines
•Write functional specifications, test books, release planning and release notes
•Test functionalities according to use cases and insure functional demo to business teams
As a CRM Project Manager –1 YEAR
•Create and monitor complex omnichannel campaigns workflows : implementing Real time triggering campaigns/ automatic notifications to boost website subscription and improve customer journey
•Share CRM Guidelines and best practices for 19 Countries
•Plan kick-off meetings, weekly implementation follow-up and post Go-Live ramp-up to insure smooth solution rollout
•Implement Adobe Campaign platform following deployment roadmap for 4 countries
•Organize trainings and workshops sessions on Adobe Campaign functionalities to guide countries in having a best-in-class CRM platform
•Assist countries in incidents and support request management using Atlassian JIRA ticketing tool